Support Facilitator

InterSystems; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A global technology provider is seeking a customer support specialist in Dubai to ensure customer satisfaction by managing support requests and communications. The ideal candidate will have a degree in IT or healthcare, or two years of related experience. Key responsibilities include immediate response to customer inquiries, ensuring ticket details are thorough, and developing operational procedures for common issues. Strong verbal and written communication skills are essential. The role supports a vibrant team culture and provides opportunities for skill growth.

Qualifications

• Degree in IT or health-related field or 2 years of relevant experience.
• Demonstrated customer service experience with strong communication skills.
• Ability to organize tasks and maintain attention to detail.

Responsibilities

• Respond to customer support inquiries immediately via phone or online.
• Ensure support tickets have sufficient details for issue resolution.
• Triage inquiries and escalate them to the appropriate personnel when necessary.
• Develop Standard Operating Procedures for common inquiries.
• Notify Incident Manager promptly about issues impacting customer satisfaction.
• Coordinate with departments to facilitate timely support.
• Assist in monitoring iService queues and provide reports as needed.

Skills

Verbal communication

Written communication

Organizational skills

Attention to detail

Education

IT or health-based degree

Job description

Profile Summary

To ensure customer satisfaction by triaging support requests facilitating rapid responses ensuring requests contain sufficient detail and managing the support queue and backlog.

Key Responsibilities

• Provide immediate response to customer support inquiries via phone or iService (the TrakCare ticketing system)
• Ensure iService tickets contain sufficient information and detail for second line support to work with according to the minimum datasets laid out
• Where possible provide immediate resolution to support inquiries. Alternatively triage the inquiry and determine the best person to pass it to
• Develop and maintain a set of Standard Operating Procedures for responding to common and/or repeatable inquiries
• Timely notification to the Incident Manager of any issue that may impede immediate response or customer satisfaction
• Liaising with other departments in order to ensure appropriate activity on iService activity
• Assist the Incident Manager with the monitoring management and processing of iService queues
• Provide regular reports to management and customers as requested
• Acquire new skills by assuming additional responsibilities as requested.
• Additional responsibilities as determined by management.

Skills and Experience

• IT or health-based degree or 2 years related experience
• Friendly and professional verbal and written communication skills demonstrated by prior customer service experience
• Good organisation skills with demonstrable attention to detail

About InterSystems

InterSystems a creative data technology provider delivers a unified foundation for next-generation applications for healthcare finance manufacturing and supply chain customers in more than 80 countries. Our data platforms solve interoperability speed and scalability problems for large organizations around the globe to unlock the power of data and allow people to perceive data in imaginative ways. Established in 1978 InterSystems is committed to excellence through its 247 support for customers and partners around the world. Privately held and headquartered in Boston Massachusetts InterSystems has 38 offices in 28 countries worldwide. For more information please visit.